Amsterdam, April 11, 2025
Written by: Kamar Marouan

The digital transformation of municipalities is one of the biggest challenges and opportunities for local government. Especially in the social domain – where the task is large and resources are scarce – municipalities are expected to work faster and smarter, without losing the connection with the resident. But technology is not a goal in itself. Technology offers valuable opportunities only if it strengthens the public task.
So the question is not whether digitization is necessary, but how we design it so that it supports human interaction and leaves room for a personal approach – especially in the social domain, where it is needed most.

Within the social domain this urgency is great. Municipalities are faced with staff shortages, budget cuts and increasing complexity, for example due to new responsibilities such as the Integration Act 2021 and Digitalization Act 2024. At the same time, there is a growing expectation that services should be accessible, understandable and effective – for all residents.

Yet in practice, digitalization often does not sufficiently connect with the people for whom it is intended. Professionals lack user-friendly systems that provide overview, and residents experience barriers due to language, limited digital skills or illogical navigation.

Research by Movisie shows that this is not an exception, but a structural bottleneck: “Digital solutions by no means always reach the people who need them most.” (Movisie, Digital inclusion: what works according to experts, 2024)

Take the integration of newcomers. Since municipalities are in charge, beceause of the Civic Integration Act 2021, they have to offer customization as well as operate at scale. A combination that is difficult to achieve, precisely because there is no overview and coordination between different actors. Without good digital support this means: extra mail traffic, loose overviews, limited monitoring, and a lot of wasted time – both for policy makers and client supervisors.

A future-proof approach requires digital solutions that:

• create overview for both professionals and chain partners;
• take into account language barriers and different digital levels;
• activate residents instead of just informing them;
• match the rhythm and reality of municipal work.

It is not about ‘more data’ or ‘switching faster’, but about smarter communication, overview for all involved, and support that takes into account language, context and digital skills. That requires collaboration, experimentation and guts – and the courage to invest in digital infrastructure that works for people.

Curious about more?

Can AI really help integration?
What municipalities can learn from digital collaboration in healthcare.